U.S. patent application number 10/022164 was filed with the patent office on 2003-06-19 for transferring a call to a backup according to call context.
This patent application is currently assigned to INTERNATIONAL BUSINESS MACHINES CORPORATION. Invention is credited to Brown, Michael Wayne, McIntyre, Joseph Herbert, Paolini, Michael A., Weaver, James Mark, Winters, Scott Lee.
Application Number | 20030112956 10/022164 |
Document ID | / |
Family ID | 21808138 |
Filed Date | 2003-06-19 |
United States Patent
Application |
20030112956 |
Kind Code |
A1 |
Brown, Michael Wayne ; et
al. |
June 19, 2003 |
Transferring a call to a backup according to call context
Abstract
A method, system, and program for transferring a call to a
backup according to call context are provided. A context for a call
from a caller to an intended callee is detected. An intended party
backup profile is accessed that indicates multiple backup parties
designated by the intended callee. At least one backup party is
automatically selected from among the multiple backup parties
according to the context for the call. The call may be
automatically forwarded to at least one backup party if the
intended callee has currently elected to forward calls.
Alternatively, after detecting that the intended callee is
unavailable, the call may be automatically transferred to at least
one backup party.
Inventors: |
Brown, Michael Wayne;
(Georgetown, TX) ; McIntyre, Joseph Herbert;
(Austin, TX) ; Paolini, Michael A.; (Austin,
TX) ; Weaver, James Mark; (Austin, TX) ;
Winters, Scott Lee; (Austin, TX) |
Correspondence
Address: |
Cynthia S. Byrd
Internal Business Machines
Intellectual Property Law
11400 Burnet Rd.
Austin
TX
78758
US
|
Assignee: |
INTERNATIONAL BUSINESS MACHINES
CORPORATION
ARMONK
NY
|
Family ID: |
21808138 |
Appl. No.: |
10/022164 |
Filed: |
December 17, 2001 |
Current U.S.
Class: |
379/221.01 ;
379/221.04 |
Current CPC
Class: |
H04M 2242/30 20130101;
H04M 2242/22 20130101; H04M 3/533 20130101; H04M 3/42068 20130101;
H04M 2201/40 20130101; H04M 3/385 20130101; H04M 3/42102 20130101;
H04M 3/4211 20130101; H04M 3/42059 20130101; H04M 3/436 20130101;
H04M 3/42348 20130101; H04M 3/5108 20130101 |
Class at
Publication: |
379/221.01 ;
379/221.04 |
International
Class: |
H04M 007/00 |
Claims
What is claimed is:
1. A method for determining a call backup, comprising: detecting a
context for a call from a caller to an intended callee; and
automatically selecting at least one backup party from among a
plurality of backup parties to said intended party according to
said context for said call.
2. The method for determining a call backup according to claim 1,
further comprising: receiving a request for a selection of at least
one backup party.
3. The method for determining a call backup according to claim 1,
further comprising: detecting a context for said call at a context
inference service executing within a trusted telephone network
handling said call.
4. The method for determining a call backup according to claim 1,
further comprising: detecting a context for said call at a context
inference service executing outside a trusted telephone network
handling said call.
5. The method for determining a call backup according to claim 1,
further comprising: automatically facilitating forwarding said call
to said at least one backup party.
6. The method for determining a call backup according to claim 1,
further comprising; responsive to detecting said intended callee as
unavailable, automatically facilitating transfer of said call from
said intended callee to said at least one backup party
7. The method for determining a call backup according to claim 1,
further comprising: searching for said intended callee among at
least one line number according to an identity of said intended
callee; and responsive to not detecting said callee at said at
least one line number, automatically facilitating transfer of said
call from said intended callee to said at least one backup
party.
8. The method for determining a call backup according to claim 1,
further comprising: accessing a backup profile comprising a
plurality of backup parties designated according to context for
said intended callee; and filtering said plurality of backup
parties according to said context for said call.
9. The method for determining a call backup according to claim 1,
wherein said at least one backup party provides backup for a
subject matter of said call context.
10. The method for determining a call backup according to claim 1,
wherein said at least one backup party provides backup for an event
of said call context.
11. The method for determining a call backup according to claim 1,
wherein said at least one backup party provides backup for a time
period of said context.
12. The method for determining a call backup according to claim 1,
wherein said at least one backup party provides backup for a
location of said caller in said call context.
13. The method for determining a call backup according to claim 1,
wherein said at least one backup party provides backup for a type
of device utilized by said caller in said call context.
14. The method for determining a call backup according to claim 1,
wherein said at least one backup party comprises at least one
individual.
15. The method for determining a call backup according to claim 1,
wherein said at least one backup party comprises a business
entity.
16. The method for determining a call backup according to claim 1,
wherein said at least one backup party comprises a voice messaging
service.
17. The method for determining a call backup according to claim 1,
wherein said at least one backup party comprises a text messaging
service.
18. The method for determining a call backup according to claim 1,
wherein said at least one backup party comprises an instant
messaging service.
19. The method for determining a call backup according to claim 1,
further comprising: facilitating transfer of said call to a
messaging service, wherein said messaging service provides said
caller with a plurality of options comprising at least one from
among leaving a message and selecting to transfer to another backup
party.
20. The method for determining a call backup according to claim 1,
further comprising: sharing payment for telephone service costs for
said call between said intended callee and said at least one backup
party.
21. The method for determining a call backup according to claim 1,
further comprising: transferring a payment from said intended
callee to said at least one backup party for answering said
call.
22. The method for determining a call backup according to claim 1,
wherein said intended callee is an individual different from a line
subscriber for a line number requested.
23. The method for determining a call backup according to claim 1,
wherein said intended callee is a line subscriber for a line number
requested.
24. The method for determining a call backup according to claim 1,
wherein said call context is determined at least one from among an
authenticated identity of said caller, a profile for said caller, a
profile for a line subscriber, a profile for said intended callee,
and a profile for a device utilized by said caller.
25. The method for determining a call backup according to claim 1,
wherein said call context comprises at least one from among, an
identity of said caller, an identity of a line subscriber, an
identity of said intended callee, said at least one backup party, a
subject of said call, a location of origination of said call, an
identity of a device utilized to place said call, a billing plan of
said caller, a billing plan of said intended callee, and a billing
plan of said at least one backup party.
26. A system for determining a call backup, comprising: a context
inference service server communicatively connected to a trusted
telephone network; means for detecting a context for a call from a
caller to an intended callee at said context inference service
server; and means for automatically selecting at least one backup
party from among a plurality of backup parties to said intended
party according to said context for said call.
27. The system for determining a call backup according to claim 26,
further comprising: means for receiving a request for a selection
of at least one backup party.
28. The system for determining a call backup according to claim 26,
further comprising: means for detecting a context for said call at
a context inference service executing within said trusted telephone
network handling said call.
29. The system for determining a call backup according to claim 26,
further comprising: means for detecting a context for said call at
a context inference service executing outside said trusted
telephone network handling said call.
30. The system for determining a call backup according to claim 26,
further comprising: means for automatically facilitating forwarding
said call to said at least one backup party.
31. The system for determining a call backup according to claim 26,
further comprising; means responsive to detecting said intended
callee as unavailable, for automatically facilitating transfer of
said call from said intended callee to said at least one backup
party.
32. The system for determining a call backup according to claim 26,
further comprising: means for searching for said intended callee
among at least one line number according to an identity of said
intended callee; and means responsive to not detecting said callee
at said at least one line number, for automatically facilitating
transfer of said call from said intended callee to said at least
one backup party.
33. The system for determining a call backup according to claim 26,
further comprising: means for accessing a backup profile comprising
a plurality of backup parties designated according to context for
said intended callee; and means for filtering said plurality of
backup parties according to said context for said call.
34. The system for determining a call backup according to claim 26,
wherein said at least one backup party provides backup for a
subject matter of said call context.
35. The system for determining a call backup according to claim 26,
wherein said at least one backup party provides backup for an event
of said call context.
36. The system for determining a call backup according to claim 26,
wherein said at least one backup party provides backup for a time
period of said context.
37. The system for determining a call backup according to claim 26,
wherein said at least one backup party provides backup for a
location of said caller in said call context.
38. The system for determining a call backup according to claim 26,
wherein said at least one backup party provides backup for a type
of device utilized by said caller in said call context.
39. The system for determining a call backup according to claim 26,
wherein said at least one backup party comprises at least one
individual.
40. The system for determining a call backup according to claim 26,
wherein said at least one backup party comprises a business
entity.
41. The system for determining a call backup according to claim 26,
wherein said at least one backup party comprises a voice messaging
service.
42. The system for determining a call backup according to claim 26,
wherein said at least one backup party comprises a text messaging
service.
43. The system for determining a call backup according to claim 26,
wherein said at least one backup party comprises an instant
messaging service.
44. The system for determining a call backup according to claim 26,
further comprising: means for facilitating transfer of said call to
a messaging service, wherein said messaging service provides said
caller with a plurality of options comprising at least one from
among leaving a message and selecting to transfer to another backup
party.
45. The system for determining a call backup according to claim 26,
further comprising: means for sharing payment for telephone service
costs for said call between said intended callee and said at least
one backup party.
50. The system for determining a call backup according to claim 26,
further comprising: means for transferring a payment from said
intended callee to said at least one backup party for answering
said call.
51. The system for determining a call backup according to claim 26,
wherein said intended callee is an individual different from a line
subscriber for a line number requested.
52. The system for determining a call backup according to claim 26,
wherein said intended callee is a line subscriber for a line number
requested.
53. The system for determining a call backup according to claim 26,
wherein said call context is determined at least one from among an
authenticated identity of said caller, a profile for said caller, a
profile for a line subscriber, a profile for said intended callee,
and a profile for a device utilized by said caller.
54. The system for determining a call backup according to claim 26,
wherein said call context comprises at least one from among, an
identity of said caller, an identity of a line subscriber, an
identity of said intended callee, said at least one backup party, a
subject of said call, a location of origination of said call, an
identity of a device utilized to place said call, a billing plan of
said caller, a billing plan of said intended callee, and a billing
plan of said at least one backup party.
55. A computer program product for determining a call backup,
comprising: a recording medium; means, recorded on said recording
medium, for detecting a context for a call from a caller to an
intended callee; and means, recorded on said recording medium, for
automatically selecting at least one backup party from among a
plurality of backup parties to said intended party according to
said context for said call.
56. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for receiving a request for a selection of at
least one backup party.
57. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for detecting a context for said call at a
context inference service executing within said trusted telephone
network handling said call.
58. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for detecting a context for said call at a
context inference service executing outside said trusted telephone
network handling said call.
59. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for automatically facilitating forwarding said
call to said at least one backup party.
60. The computer program product for determining a call backup
according to claim 55, further comprising; means, recorded on said
recording medium, for automatically facilitating transfer of said
call from said intended callee to said at least one backup party
when said intended callee is unavailable.
61. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for searching for said intended callee among at
least one line number according to an identity of said intended
callee; and means, recorded on said recording medium, responsive to
not detecting said callee at said at least one line number, for
automatically facilitating transfer of said call from said intended
callee to said at least one backup party.
62. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for accessing a backup profile comprising a
plurality of backup parties designated according to context for
said intended callee; and means, recorded on said recording medium,
for filtering said plurality of backup parties according to said
context for said call.
63. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for facilitating transfer of said call to a
messaging service, wherein said messaging service provides said
caller with a plurality of options comprising at least one from
among leaving a message and selecting to transfer to another backup
party.
64. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for sharing payment for telephone service costs
for said call between said intended callee and said at least one
backup party.
65. The computer program product for determining a call backup
according to claim 55, further comprising: means, recorded on said
recording medium, for transferring a payment from said intended
callee to said at least one backup party for answering said
call.
66. A method for controlling a call, comprising: receiving a call
request for a call at a service provider; accessing a context for
said call, wherein said context comprises at least one context
based backup party for said call; and responsive to detecting that
said call is unanswered, automatically transferring said call to
said at least one context based backup party for said call.
67. The method for controlling a call according to claim 66,
wherein said call request comprises a request for a line
number.
68. The method for controlling a call according to claim 66,
wherein said call request comprises a request for a line number and
an intended callee.
69. The method for controlling a call according to claim 66,
wherein said call request comprises a request for an intended
callee.
70. The method for controlling a call according to claim 66,
wherein said at least one backup party comprises an individual.
71. The method for controlling a call according to claim 66,
wherein said at least one backup party comprises a messaging
service.
72. The method for controlling a call according to claim 66,
wherein said context for said call is accessed from a context
inference service executing within a trusted telephone network
processing said call.
73. The method for controlling a call according to claim 66,
wherein said context for said call is accessed from a context
inference service executing outside a trusted telephone network
processing said call.
74. A method for controlling a call path, comprising: receiving a
call request for a call to an intended callee; accessing a context
for said call, wherein said context comprises a request to
automatically forward said call to a context based backup party for
said intended callee; and forwarding said call to said context
based backup party.
75. A method for controlling a telephony device, comprising:
receiving an identification of at least one backup party for an
intended callee requested by a caller utilizing a telephony device;
controlling output of said identification of said at least one
backup party via an output interface accessible to said telephony
device; and responsive to receiving a selection from among said at
least one backup party, transferring said call to a switch
providing service for said selected backup party.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] The present application is related to the following
co-pending applications:
[0002] (1) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010818US1);
[0003] (2) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010819US1);
[0004] (3) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010820US1);
[0005] (4) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010821US1);
[0006] (5) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010822US1);
[0007] (6) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010823US1);
[0008] (7) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010824US1);
[0009] (8) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010825US1);
[0010] (9) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010826US1);
[0011] (10) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010827US1);
[0012] (11) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010830US1);
[0013] (12) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010832US1);
[0014] (13) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010833US1);
[0015] (14) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010834US1);
[0016] (15) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010835US1); and
[0017] (16) U.S. patent application Ser. No. __/______ (Attorney
Docket No. AUS920010837US1).
BACKGROUND OF THE INVENTION
[0018] 1. Technical Field
[0019] The present invention relates in general to
telecommunications and, in particular, to voice identification.
Still more particularly, the present invention relates to
identifying a backup for a call according to the call context.
[0020] 2. Description of the Related Art
[0021] Telephone service has created communication channels
worldwide, and those channels continue to expand with the advent of
cellular and other wireless services. A person can simply take a
telephone off-hook and dial a destination number or press a send
button and be connected to a telephone line around the world.
[0022] Messaging systems have developed that answer a line after a
set number of rings or a designated period of time. An answering
machine device may connect to a telephone device to answer incoming
calls. Alternatively, an answering machine service, provided by a
telephone service provider, answers the call and provides options
for a caller to leave a message in a voice mail box or through text
messaging, for example.
[0023] Within private telephone switching systems, each telephony
device may be provided with buttons or other selection options that
an individual may utilize to select a reason the caller is
unavailable. An operator attempting to connect a caller to that
individual will receive the unavailable signal and reason for
unavailability, such that the operator may then switch the caller
to a voice mail box or to another available employee.
[0024] An advantage of messaging systems within a private telephone
switching system is that an individual may provide a message to
callers that indicates a backup in the case that the caller needs
to talk with an someone rather than leaving a message.
Additionally, within a private telephone switching system, callers
are typically provided with the option of pressing A0" during the
message to have the call transferred to the operator or an
assistant.
[0025] However, a limitation of messaging systems within a private
telephone switching system is that a backup accessible according by
pressing A0" or another entry is limited to a line number
accessible within the private telephone switching system. A single
backup within a private telephone switching system is limited
because callers may try to reach an individual at a business line
within a private switching system concerning non-business matters,
where the individual's backup within the company is not helpful.
While the individual may provide a message to callers that details
a backup and telephone number of that backup for non-business
matters, the caller is then required to end the call and dial the
number of that backup.
[0026] A limitation of messaging systems in general is that an
individual typically cannot designate a backup unless the line
number is connected to a private telephone switching system. An
individual may indicate in an entry message that names and phone
numbers of backups for the caller. However, an individual typically
records one message that is played for all incoming calls, where
that message will then reveal those names and numbers to any caller
reaching the messaging system.
[0027] Forwarding services allow an individual to select a line
number to which incoming calls are automatically forwarded.
Forwarding systems allow an individual to have calls follow them to
the line number most accessible to the caller. Alternatively, an
individual may forward calls to a line number accessible to a
backup for the individual. However, forwarding systems are limited
in that only a single line may be selected for forwarding calls to,
regardless of the context of the call. This limitation is apparent
where an individual selects to forward calls from a business line
to a colleague's business line. A personal call made to the
individual's business line will be forwarded to the colleague,
rather than transferred to a messaging system.
[0028] Therefore, in view of the foregoing, it would be
advantageous to provide a method, system, and program for providing
a backup for calls, whether or not the line number is managed by a
private telephone switching system. In addition, it would be
advantageous to provide a method, system, and program for providing
multiple single entry backup selections for a call. Morever, it
would be advantageous to provide a method, system, and program for
automatically forwarding a call to a backup or automatically
transferring the call when the individual is unavailable, where
that backup is automatically selected based on the context of a
call.
SUMMARY OF THE INVENTION
[0029] In view of the foregoing, it is therefore an object of the
present invention to provide an improved telecommunications
system.
[0030] It is another object of the present invention to provide a
method, system and program for improved voice identification.
[0031] It is yet another object of the present invention to provide
a method, system and program for identifying a backup for a call
according to the call context.
[0032] According to one aspect of the present invention, a context
for a call from a caller to an intended callee is detected. An
intended party backup profile is accessed that indicates multiple
backup parties designated by the intended callee. At least one
backup party is automatically selected from among the multiple
backup parties according to the context for the call. The call may
be automatically forwarded to at least one backup party if the
intended callee has currently elected to forward calls.
Alternatively, after detecting that the intended callee is
unavailable, the call may be automatically transferred to at least
one backup party.
[0033] In particular, a trusted telephone network preferably
processes the call and initiates a context inference service to
identify the context of a call. The context inference service may
be initiated locally within the trusted telephone network or at a
server located outside the trusted telephone network, with
additional security applied for the communication channel.
[0034] All objects, features, and advantages of the present
invention will become apparent in the following detailed written
description.
BRIEF DESCRIPTION OF THE DRAWINGS
[0035] The novel features believed characteristic of the invention
are set forth in the appended claims. The invention itself however,
as well as a preferred mode of use, further objects and advantages
thereof, will best be understood by reference to the following
detailed description of an illustrative embodiment when read in
conjunction with the accompanying drawings, wherein:
[0036] FIG. 1 depicts a block diagram of a network environment in
which the present invention may be implemented;
[0037] FIG. 2 illustrates a block diagram of an identity
authentication and context inference system in accordance with the
method, system, and program of the present invention;
[0038] FIG. 3 depicts a block diagram of the flow of a call through
a context inference system in accordance with the method, system,
and program of the present invention;
[0039] FIG. 4 illustrates an illustrative example of a context
based caller backup selection in accordance with the method,
system, and program of the present invention;
[0040] FIG. 5 depicts a block diagram of a context inference
service in accordance with the method, system, and program of the
present invention;
[0041] FIG. 6 illustrates a flow diagram of a signal flow and
processing of a call in accordance with the method, system, and
program of the present invention; and
[0042] FIG. 7 depicts a high level logic flowchart of a process and
program for controlling a context inference service in accordance
with the method, system, and program of the present invention.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT
[0043] A method, system, and program for identifying a backup for a
call according to the call context are provided. For purposes of
the present invention, context may include, but is not limited to,
the identity of the caller or callee, the device identity and
owner, the location of the caller and callee, the path of a call,
and billing information for the caller and callee. Location of the
caller and callee may include, but is not limited to, the time
zone, country, state, city, building location, or GPS location of a
caller or callee.
[0044] For purposes of the present invention, a backup may include,
but is not limited to, a line number, a backup identity, a
messaging service, a forwarding service, a private switching system
operator, an instant messaging system, a text messaging system, and
a web page address. In addition, other types of backups may be
selected by an individual.
[0045] The present invention is preferably performed by a context
inference service located within an Intelligent Peripheral of the
trusted telephone network and/or located within a Telco Application
service outside the trusted telephone network. As will be further
described, the Telco application service located outside the
trusted telephone network is enabled to provide services to callers
and callees via enhanced security channels.
[0046] The identity of the caller is preferably authenticated and
utilized by the context inference service to determine a backup
when the intended callee is unavailable. In particular, a callee
may be associated with a dialed line number. Alternatively, the
caller may enter the intended callee identity. Further, an
messaging service that answers the call may provide the caller with
the option to select from at least one callee, where the messaging
service then switches the call to a context based backup for the
intended callee. Preferably, whatever the case, a backup profile
for the intended callee is accessed, where the backup profile
includes backup preferences according to the context of the
call.
[0047] In particular, the context inference service may
automatically determine a context backup for the call and forward
the call to the context backup if the intended callee has
requesting that calls be forwarded. In addition, the context
inference service may automatically determine the context backup
for the call and transfer the call to that backup if the intended
call is determined to be unavailable. Alternatively, a caller may
be prompted to select a context backup, where each context backup
is selectable by the caller by a single keypad or voice entry, such
as A1@. The context inference service then forwards or transfers
the call to the line number associated with the selected
backup.
[0048] The identity of the callee answering the call is also
preferably authenticated. In particular, since the call is being
transferred from the intended callee, it is particularly
advantageous to identity the party answering the call for the
caller.
[0049] Identity authentication is preferably performed by
authenticating the voices of the caller and callee, however other
biometric input may also be utilized for identification. Identity
authentication may be initiated by the origin device originating
the call, the intermediary device processing the call, or the
destination device receiving the call. Each of the devices may
access a third party or external server to perform the identity
authentication. Performance of identity authentication has
different advantages depending on the device initiating the
identity authentication.
[0050] While in the present invention, authentication of a caller
or callee identity is described with emphasis placed on voice
authentication, other methods of caller and callee identity
authentication may also be performed. Voice samples utilized for
voice authentication are just one of multiple types of biometric
sampling. For example, a caller or callee may locally provide an
eye scan, a fingerprint, and other biophysical identifiers that are
transmitted within or outside the trusted network to authenticate
the identity of the caller or callee.
[0051] Other context information is received, determined and
inferred from context clues. Context clues may include the
identities of the caller and callee, the line numbers, the line
subscriber profiles, caller/callee profiles, and other parameters
associated with the call. As a call is transferred and forwarded,
context clues for each portion of a call path are gathered and
utilized to update the context of the call.
[0052] For purposes of the present invention, telephony devices are
termed origin devices when utilized for origination of a call to an
intermediary device and are termed destination devices when
utilized for receipt of a call from an intermediary device.
Subscribers to a call are termed callers when originating a call
and are termed callees when receiving a call. Callers and callees
may or may not be line subscribers to the particular telephony
device utilized.
[0053] In the following description, for the purposes of
explanation, numerous specific details are set forth to provide a
thorough understanding of the present invention. It will be
apparent, however, to one skilled in the art that the present
invention may be practiced without these specific details. In other
instances, well-known structures and devices are shown in block
diagram form to avoid unnecessarily obscuring the present
invention.
[0054] With reference now to the figures, and, in particular, with
reference now to FIG. 1, there is depicted a block diagram of a
network environment in which the present invention may be
implemented. While the present invention is described with
reference to one type of network environment, it will be understood
by one with skill in the art that the present invention may be
implemented in alternate types of network environments.
[0055] First, the network environment incorporates a Public
Switching Telephone Network (PSTN) 10. As is known in the art the
core of PSTN 10 may include multiple telephone networks, each owned
by one of multiple independent service providers. Each telephone
line is carried by an independent service provider within PSTN 10
and is typically assigned to at least one subscriber.
[0056] Switching of a call within an independent service provider's
telephone network is considered trusted movement within a trusted
network because the call remains within the company's telephone
network infrastructure. However, calls may be transferred from one
service provider's telephone network to another service provider's
telephone network in generally trusted movement. Generally, service
providers are in competition with one another and therefore there
is general trust in transferring a call, but not trust in sharing
of subscriber information beyond a subscriber number and name from
one service provider to the next without security features or other
arrangements.
[0057] Advantageously, each telephone network within PSTN 10 may
access a data network functioning as an extension to PSTN 10 via an
Intranet. Data networks may include, for example, subscriber
profiles, billing information, and preferences that are utilized by
a service provider to specialize services. Transfer of information
between a service provider's data network and telephone network is
trusted movement in sharing of information.
[0058] Further, each telephone network within PSTN 10 may access
server systems external to PSTN 10 in the Internet Protocol over
the Internet or an Intranet. Such external server systems may
include an enterprise server, an Internet service provider (ISP),
an access service provider (ASP), a personal computer, and other
computing systems that are accessible via a network. In the present
embodiment, transfer of information between PSTN 10 and server
systems accessible via a network 20 is untrusted and therefore may
require verification and additional security. Network 20 may be
preferably considered an external network.
[0059] In the present invention, network 20 may comprise a private
network, an Intranet, or a public Internet Protocol network.
Specifically, telco application server 22, generic application
server 24, pervasive application server 26, and systems management
server 28 represent server systems external to PSTN 10 that may be
accessed by PSTN 10 over network 20.
[0060] In particular, telco application server 22 preferably
includes multiple telco specific service applications for providing
services to calls transferred to a server external to PSTN 10. In
particular, a call may be transferred from PSTN 10 to telco
application server 22 to receive at least one service and then the
call is transferred back to PSTN 10. PSTN 10 preferably brokers the
connection between the telephony device and telco application
server 22. Such services may also be provided to calls within PSTN
10, however placing such services at a third party such as telco
application server 22, is advantageous because adding services and
information to PSTN 10 is time consuming and costly when compared
with the time and cost of adding the services through telco
application server 22.
[0061] In accord with an advantage of the present invention, as
will be further described, the identity of both the caller and the
callee may be authenticated by one of telephony devices 8a-8n, PSTN
10, or by telco application server 22. By authenticating the actual
identity of the person making a phone call and the person receiving
the phone call, rather than the identification of a device from
which a call is made and received, an enhanced specialization of
services to subscribers may be performed.
[0062] An authentication service within telco application server 22
may include identification and verification of the identity of a
caller and/or callee of a particular call. Such a service may
require that subscribers provide voice samples when setting up a
subscription. The stored voice samples may then be compared against
voice samples received for a particular call in order to
authenticate the identity of a current caller or callee of the
particular call.
[0063] Generic application server 24 preferably accesses
independent server systems that provide services. For example, a
messaging server, a financial server, an Internal Revenue Service
(IRS) server, and database management system (DBMS) server may be
accessed in HTTP via network 20. Each of these servers may include
a telco service application that requires authentication of the
subscriber before access is granted. For example, a financial
server may provide a telco service application that allows an
authenticated subscriber to access current financial records and
request stock quotes from the financial server.
[0064] Pervasive application server 26 manages services for
wirelessly networked devices. In particular, pervasive application
server 26 preferably handles distribution of wireless packets of
voice and data to wirelessly networked devices utilizing a standard
such as short messaging service (SMS) messaging or other 3G
standards.
[0065] Systems management server 28 manages subscriber
personalization via the web. In particular, systems management
server 28 includes browser technology that includes a provisioning
console 30 for establishing a subscriber profile and a management
console 32 for managing and updating the subscriber profile. A
subscriber preferably accesses the consoles of systems management
server 28 via the Internet utilizing a computing system, such as
computing systems 34a-34n.
[0066] The subscriber profile may be accessed at systems management
server 28 by other external servers and PSTN 10 via network 20. In
addition, a local copy of a subscriber profile updated in systems
management server 28 may be stored within a particular service
provider's data network or telephone network. Each service provider
may specify the types of preferences and other information included
within a subscriber profile.
[0067] In particular, a subscriber may provide a voice imprint when
establishing a subscriber profile through provisioning console 30.
Other types of authentication information may also be provided
including, but not limited to, a password, an eye scan, a smart
card ID, and other security devices. In addition, a subscriber may
designate billing preferences, shopping preferences, buddy list
preferences, and other preferences that enable specialized service
to the subscriber when the subscriber's identity is authenticated
from the voice imprint or other identification.
[0068] Advantageously, a management agent is built into each
external server to monitor the services provided by each server
according to the authenticated subscriber receiving the services.
By monitoring service output according to subscriber, the
subscriber may then be billed according to each use of a
service.
[0069] PSTN 10 preferably includes both voice and data signaling
networks that interface with network 20 via gateways. Each of the
gateways acts as a switch between PSTN 10 and network 20 that may
compress a signal, convert the signal into Internet Protocol (other
protocol) packets, and route the packets through network 20 to the
appropriate server.
[0070] In particular, the voice network interfaces with network 20
through media gateway 14 which supports multiple protocol gateways
including, but not limited to, SIP. SIP is a signaling protocol for
Internet conferencing, telephony, presence, events notification and
instant messaging.
[0071] In addition, in particular, the data signaling network
interfaces with network 20 through signaling gateway 12 which
supports multiple protocol gateways including, but not limited to,
parlay protocol gateways and SS7 protocol gateways. Internet
servers, such as telco application server 22 may include protocol
agents that are enabled to interact with multiple protocols
encapsulated in Internet Protocol packets including, but not
limited to, SS7 protocol, parlay protocol, and SIP.
[0072] Looking into PSTN 10, a telephone network typically includes
multiple switches, such as central office switches 11a-11n, that
originate, terminate, or tandem calls. Central office switches
11a-11n utilize voice trunks for transferring voice communications
and signaling links for transferring signals between signaling
points.
[0073] Between signaling points, one central office switch sends
signaling messages to other central office switches via signaling
links to setup, manage, and release voice circuits required to
complete a call. In addition, between signaling points, central
office switches 11a-11n query service control points (SCPs) 15 to
determine how to route a call. SCPs 15 send a response to the
originating central office switch containing the routing number(s)
associated with the dialed number.
[0074] SCPs 15 may be general purpose computers storing databases
of call processing information. While in the present embodiment
SCPs 15 are depicted locally within PSTN 10, in alternate
embodiments SCPs 15 may be part of an extended network accessible
to PSTN 10 via a network.
[0075] One of the functions performed by SCPs 15 is processing
calls to and from various subscribers. For example, an SCP may
store a record of the services purchased by a subscriber, such as a
privacy service. When a call is made to the subscriber, the SCP
provides record of the privacy service to initiate an announcement
to a caller to identify themself to the subscriber with the privacy
service who is being called. According to an advantage of the
invention, authentication of the subscriber receiving the call may
be required before the privacy service is initiated for that
subscriber.
[0076] In particular, network traffic between signaling points may
be routed via a packet switch called an service transfer point
(STP) 13. STP 13 routes each incoming message to an outgoing
signaling link based on routing information. Further, in
particular, the signaling network may utilize an SS7 network
implementing SS7 protocol.
[0077] Central office switches 11a-11n may also send voice and
signaling messages to intelligent peripherals (IP) 17 via voice
trunks and signaling channels. IP 17 provides enhanced
announcements, enhanced digit collection, and enhanced speech
recognition capabilities.
[0078] According to an advantage of the present invention, the
identity of a caller is authenticated according to voice
authentication. Voice authentication is preferably performed by
first identifying a subscriber by matching the name or other
identifier spoken with a subscriber name or identifier. Next, voice
authentication requires verifying that the voice audio signal
matches that of the identified subscriber. However, in alternate
embodiments, the identity of a caller may be authenticated
according to passwords, eye scans, encryption, and other security
devices.
[0079] In particular, to perform subscriber authentication of audio
signals received from callers, IP 17 may include storage for
subscriber specific templates or voice feature information, for use
in authenticating subscribers based on speech. If a subscriber
specific template is not stored on a local IP 17, then a remote IP
containing the subscriber specific template may be accessed via a
network. In addition, local IP 17 may access systems management
server 28 or another repository for voice imprints to access the
subscriber specific template.
[0080] Where IP 17 authenticates the identity of a caller (e.g. the
subscriber placing a call), a voice identifier (VID) representing
the authenticated caller identity is transferred as a signal for
identifying the caller. In addition where IP 17 authenticates the
identity of a callee (e.g. the subscriber receiving a call), a
reverse VID (RVID) including the callee identity is transferred as
a signal for identifying the callee.
[0081] Alternatively, to perform subscriber authentication of audio
signals received from callers, PSTN 10 may broker a caller identity
authentication service from telco application server 22. In
particular, a signaling channel is opened between central office
switches 11a-11n and telco application server 22 via signaling
gateway 12. In addition, a voice channel is opened between central
office switches 11a-11n and telco application server 22 via media
gateway 14.
[0082] Because telco application server 22 is located outside of
the trusted network, there may be a time delay associated with
establishing a connection to telco application server 22 and
authenticating the identity of a caller that is longer than a time
delay present where a caller identity is authenticated by IP
17.
[0083] In addition, because telco application server 22 is located
outside of the trusted network, it is advantageous to establish a
level of security for transactions between telco application server
22 and central office switches 11a-11n, wherein the level of
security is suitable for untrusted communications. A level of
security may be implemented by utilizing security based protocols,
such as the secure socket layer, and by applying ordinary
encryption. In particular, the level of security preferably
protects the communication channel between telco application server
and PSTN 10 and authenticates the identity of the server from which
a caller identity authentication service is accessed. Therefore an
additional feature of signaling gateway 12 and media gateway 14 is
security verification.
[0084] Advantageously, VIDs indicate through text, voice, or video
the identity of a caller. For example, a caller's name may be
transferred as the identity of a caller. Alternatively, a video
clip stored with the subscriber template may be transferred as the
identity of a caller. Additionally, VIDs may indicate the identity
of the device utilized by a caller to provide context for a call.
Further, VIDs may indicate which system or systems have
authenticated the caller identity.
[0085] After a VID and/or RVID are determined by IP 17, IP 17 and
SCP 15 may communicate to designate which services are available
according to VID and RVID. Advantageously, by designating services
according to a VID and/or RVID, subscribers are provided with
services and billed for those services independent of the devices
utilized by subscribers. In particular, a 1129 protocol or other
protocol may be utilized to enable signal communications between IP
17 and SCPs 15.
[0086] In addition, as previously described, caller authentication
to determine VIDs and RVIDs may be performed by an external system,
such as telco application server 22. The VID or RVID returned from
telco application server 22 may be transferred from central office
switches 11a-11n to SCP 15 in order to access a subscriber profile
associated with the VID or RVID. Alternatively, the VID or RVID may
first transfer to IP 17, where additional verification of the
caller identity is performed. For example, IP 17 may control
distribution of the VID to the caller, where the caller is prompted
to enter a password or additional information. IP 17 may then
initiate loading the caller profile into central office switches
11a-11n if the additional caller input is verifiable for the
VID.
[0087] An origin telephony device or destination telephony device
may also determine a VID and/or RVID for the caller and/or callee
of a call. In particular, telephony devices 8a-8n and call centers
16a-16n may function as origin and destination telephony devices.
Each of the telephony devices may include a database of voice
templates that may be matched to authenticate the identity of a
caller or callee. In addition, each of the telephony devices may
access a third party, such as telco application server 22, to
authenticate the identity of the caller or callee. In either case,
the telephony device transmits a VID and/or RVID with a call to
PSTN 10.
[0088] Telephony devices 8a-8n may include, but are not limited to
wireline devices, wireless devices, pervasive device equipped with
telephony features, a network computer, a facsimile, a modem, and
other devices enabled for network communication. Advantageously, as
previously described, a voice authentication functioning device may
be included in each of telephony devices 8a-8n.
[0089] In addition, telephony devices 8a-8n may each incorporate a
display that provides a visual output of a VID or RVID.
Alternatively, such a display may be provided in a separate device
connected to the line in parallel to telephones 8a-8n. According to
one advantage of the present invention, the identity of the actual
caller or actual callee are output to a display in association with
a call. In addition, other context information about the caller
including, but not limited to, the device from which the call
originates or is answered, ratings for a caller or callee, and
other context information may be output to a display in association
with a call.
[0090] Telephony devices 8a-8n are communicatively connected to
PSTN 10 via wireline, wireless, ISDN, and other communication
links. Preferably, connections to telephony devices 8a-8n provide
digital transport for two-way voice grade type telephone
communications and a channel transporting signaling data messages
in both directions between telephony devices 8a-8n and PSTN 10.
[0091] In addition to telephony devices 8a-8n, advanced telephone
systems, such as call centers 16a-16n, may be communicatively
connected to PSTN 10 via wireline, wireless, ISDN and other
communication links. Call centers 16a-16n may include PBX systems,
hold queue systems, private network systems, and other systems that
are implemented to handle distribution of calls to multiple
representatives or agents.
[0092] Returning to central office switches 11a-11n, typically, one
central office switch exists for each exchange or area served by
the NXX digits of an NXX-XXXX (seven digit) telephone number or the
three digits following the area code digits (NPA) in a ten-digit
telephone number. The service provider owning a central office
switch also assigns a telephone number to each line connected to
each of central office switches 11a-11n. The assigned telephone
number includes the area code (NPA) and exchange code (NXX) for the
serving central office and four unique digits (XXXX).
[0093] Central office switches 11a-11n utilize office equipment
(OE) numbers to identify specific equipment, such as physical links
or circuit connections. For example, a subscriber's line might
terminate on a pair of terminals on the main distribution frame of
one of central office switches 11a-11n. The switch identifies the
terminals, and therefore a particular line, by an OE number
assigned to that terminal pair. For a variety of reasons, a service
provider may assign different telephone numbers to the one line at
the same or different times. For example, a local carrier may
change the telephone number because a subscriber sells a house and
a new subscriber moves in and receives a new number. However, the
OE number for the terminals and thus the line itself remains the
same.
[0094] On a normal call, a central office switch will detect an
off-hook condition on a line and provide a dial tone. The switch
identifies the line by the OE number. The central office switch
retrieves profile information corresponding to the OE number and
off-hook line. Then, the central office switch receives the dialed
digits from the off-hook line terminal and routes the call. The
central office switch may route the call over trunks and possibly
through one or more central office switches to the central office
switch that serves the called party's station or line. The switch
terminating a call to a destination will also utilize profile
information relating to the destination, for example to transfer
the call if appropriate, to apply distinctive ringing, etc.
[0095] In the present invention, authentication of the identity of
the caller is preferably initiated in IP 17 or telco application
server 22. Once a VID for a caller is received at a central office
switch, a context inference application is initiated in IP 17 or
telco application server 22. The context inference service
preferably requests a caller profile according to VID to determine
billing information and personal information about the caller. In
addition, the context inference service preferably determines the
identity of the device utilized by accessing a device directory,
prompting the caller to indicate the device identity, or other
methods. Further, the location of the device may be inferred from
information provided by the central office switch originating the
call, a GPS location, and the location assigned to a line number.
Other context information, such as the subject matter of a call and
the role in which a caller is placing the call, are preferably
determined as wel. The context information is preferably loaded
with the VID at the central office switch.
[0096] The context information may be filtered at the central
office switch according to general filtering preferences indicated
by a caller in the caller profile. In addition, context information
may be filtered according to caller filtering preferences
specifically selected for the callee. Context information is then
transferred with the call routed by one or more central office
switches to a destination central office switch that services the
called party's station or line.
[0097] Then, in the present invention, the context information is
forwarded with a caller VID to the callee device. The callee is
enabled to determine whether to answer a call, transfer the call to
voice mail, or select from other call handling options, based on
knowing the identity of the caller and the context of the call.
[0098] In particular, the caller may provide the line number
requested and/or may enter an identifier for the intended callee. A
search engine may be accessed within IP 17 or telco application
server 22 that queries at least one device associated with a callee
to attempt to locate the intended callee. A callee profile
accessible according to the intended callee identity may include
line number subscriptions and recently used line numbers, such that
the search engine may query those line numbers to locate the
intended callee.
[0099] For purposes of the present invention, it is assumed that
the intended callee is not available, or that the intended callee
cannot answer all the caller's questions. Therefore, the context
inference service within IP 17 or telco application server 22
determines a context based backup for the call and transfers the
call to the context based backup.
[0100] In addition, authentication of the identity of a callee
answering the call is preferably initiated in IP 17 or telco
application server 22. Once a RVID for a callee is received at a
central office switch, a context inference application is initiated
in IP 17 or telco application server 22 to determine the context of
the callee side of a call. The callee context information is
preferably filtered according to callee preferences and transferred
to the caller, such that the caller is provided with an identity of
the callee.
[0101] As a call is forwarded or transferred to other callers and
callees, IP 17 or telco application server 22 are preferably
initiated to update the context for a call. For example, the
context may indicate the path of line number accessed in a call and
whether the call was transferred or forwarded.
[0102] Referring now to FIG. 2, there is illustrated a block
diagram of an identity authentication and context inference system
in accordance with the method, system, and program of the present
invention.
[0103] Origin device 40 is utilized by a caller to initiate a call.
The caller is prompted by the device performing caller
authentication to provide a voice utterance. A VID for the caller
is provided to intermediary device 42 from the device performing
caller authentication. The VID is utilized to access a caller
profile that includes service preferences and billing information.
In addition, the VID is transmitted with the call to destination
device 44 for identifying the caller.
[0104] In general, caller identity authentication is performed by
receiving a voice utterance from a caller, analyzing the voice
utterance for sound qualities and content, and attempting to match
the sound qualities and content of a voice utterance to a voice
template previously recorded for a caller, to authenticate the
identity of the caller. If there is a match between the voice
utterance and a voice template, then a VID is determined for the
caller and utilized to authenticate the caller identity for
retrieving a caller profile and billing the caller. However, in
alternate embodiments, the identity of a caller may be
authenticated according to passwords, eye scans, encryption, and
other biometric methods.
[0105] Caller identity authentication may be initiated by origin
device 40. In particular, origin device 40 may include voice
templates and a feature for performing the caller identity
authentication. In addition, origin device 40 may access a third
party server 48 via network 20, where third party server 48 may
provide access to a database of voice templates and/or perform the
caller identity authentication. Origin device 40 then transmits a
VID determined for the caller to intermediary device 42 for use in
specifying services and billing for a call from origin device 40.
Origin device 40 may include a caller telephony device, a PBX, a
call center, a private switching system, network servers, feature
servers, and other systems which provide call origination. Third
party server 48 may include a telco application server, a generic
application server, a database management system server, and other
systems that function outside trusted telephone network 46. In
particular, intermediary device 42 may facilitate communication
between origin device 40 and network 20.
[0106] In addition, caller identity authentication may be initiated
by intermediary device 42. Intermediary device 42 may include
database systems that store voice templates and an IP for
performing caller identity authentication. In addition,
intermediary device 42 may access telco application server 22
outside of trusted telephone network 46 via network 20, where telco
application server 22 provides a caller authentication service
and/or provides access to a database of voice templates.
Intermediary device 42 may include a PSTN switching network or
networks. However, intermediary device 42 may also include a PBX, a
call center, or other private switching system. Further,
intermediary device 42 may include network servers, Websphere.RTM.
(Websphere.RTM. is a registered trademark of International Business
Machines Corporation) servers, and other systems which provide call
processing.
[0107] Further, caller identity authentication may be initiated by
destination device 44. Destination device 44 may include voice
templates and a feature for performing the caller identity
authentication. In addition, destination device 44 may access a
third party server 49 via network 20, where third party server 49
may provide access to a database of voice templates and/or perform
the caller identity authentication. Destination device 44 will
prompt a caller to provide a voice utterance at origin device 40,
where intermediary device 42 facilitates communications between
origin device 40 and destination device 44. Destination device 44
then determines and transmits a VID for the caller to intermediary
device 42 for use in specifying services and billing for a call
from origin device 40. Destination device 44 may include a callee
telephony device, a PBX, a call center, a private switching system,
network servers, feature servers, and other systems which provide
call receipt. Third party server 48 may include a telco application
server, a generic application server, a database management system
server, and other systems that function outside trusted telephone
network 46. In particular, intermediary device 42 may also
facilitate communication between destination device 44 and network
20.
[0108] Similarly, a destination device 44 is utilized by a callee
to receive a call. Advantageously, an authenticated identity of the
callee may be determined as an RVID. Callee identity authentication
may be initiated by origin device 40, intermediary device 42, or
destination device 44, in a manner similar to initiation of caller
identity authentication, as described above.
[0109] In particular, in the present invention, both the identity
of an intended callee and the identity of an accessed callee may be
determined in RVIDS. The intended callee RVID may be authenticated,
for example, from a messaging system utilized by the callee.
[0110] In addition to authenticating the identity of a caller or
callee in a VID or RVID, the context of the call is preferably
determined and transmitted as part of the VID or RVID or separate
therefrom. Origin device 40, intermediary device 42, telco
application server 22, and/or destination device 44 may include
context inference services that perform context inference services.
A context inference service may utilize context information
gathered from multiple databases and may gathered context
information directly from a caller or callee in response to
prompts.
[0111] Context may include, but is not limited to, an intended
callee, a subject matter of a call, a device identity, the location
of an origin or destination device, billing information, service
subscriptions, the path of a call, and other information which may
provide a caller or callee with context of a call. Information for
determining the context of a call may be gathered from a caller or
callee profile, from routing information utilized by intermediary
42 from a device directory, from systems management server 28, or
other databases of information. The context inference service may,
for example, infer the subject matter of a call as either business
or personal based on the identity of the device from which a call
originates and the location of that device. Alternatively, the
subject of a call as either a business subject or personal subject
may be inferred from the billing information context.
[0112] A VID or RVID may be transferred in multiple protocols,
including, but not limited to, Interface Definition Language (IDL).
A VID or RVID may include a range of information, where each type
of information may be tagged or identified in some other manner.
For example, the following tagged VID may be transmitted to
represent an authenticated identity of a caller and context of the
call:
[0113] [caller name] Jon Smith
[0114] [caller device] Jane Doe's cell phone
[0115] [caller location] Central Time zone, Austin, Tex.
[0116] [call subject] Project A
[0117] [call billing] Jon Smith's business service provider C
[0118] [intended callee name] Margie Heart
[0119] [backup callee name] Mark Jones
[0120] [authenticated by] Jane Doe's cell phone, service provider
C
[0121] In another example, the following tagged RVID may be
transmitted to the caller to represent an authenticated identity of
a callee and the context of the call, including the path of the
call:
[0122] [backup callee name] Albert Jones
[0123] [device] Albert Jones' home phone
[0124] [location] Dallas, Tex.
[0125] [path] call forwarded from 101-304-0000 to 214-333-1111
[0126] With reference now to FIG. 3, there is depicted a block
diagram of the flow of a call through a context inference system in
accordance with the method, system, and program of the present
invention. As illustrated, origin device 40 transfers a call
request to intermediary device 42. The call request may be an
off-hook condition for a wireline device or a network service
connection request for a wireless device.
[0127] Preferably, a switching service receiving the call request
establishes an origin call register 50 and retrieves a line
subscriber profile for the origin device line number. The line
subscriber profile may be accessed from an SCP or a data storage
system external to trusted telephone network 46.
[0128] Next, a context inference service may be initiated by the
origin switching service. In particular, a context inference
service 51 may be located within trusted telephone network 46 as an
IP. Alternatively, a context inference service 51 may be located
outside trusted telephone network 46 within a telco application
server accessible via network 20.
[0129] The context inference service preferably determines context
for a call including, but not limited to, who is calling, an
intended callee, the device utilized to place the call, the
location of the caller, the billing method for the call, the path
of the call, and/or the subject matter of the call. In addition,
the context inference service preferably determines context for a
call including, but not limited to, who receives a call, the path
of line numbers utilized to access the callee, the device utilized
to receive the call, the location of the callee, and the subject
matter available for discussion by the callee. In addition, other
categories of context may be determined.
[0130] To determine the context of the device utilized to place a
call, the entity subscribing to the line number and/or an
identifier for the device are preferably accessed. The first set of
context clues is provided to the context inference service by the
line subscriber profile. In particular, a line subscriber profile
indicates the individual or business that subscribes to a
particular line number. Further, a line subscriber profile may
indicate that a business subscribes to a telephone service, but
provide that service is subscribed to for use by a particular
employee or group of employees.
[0131] In addition, the line subscriber profile indicates the
billing information and services subscribed to by the line
subscriber. Billing information may provide context for whether the
line number is a business line or personal line. In addition, a
billing context for a call may indicate the party responsible for
charges incurred in the call.
[0132] Further, a line subscriber profile preferably indicates
whether the line number is subscribed to for a wireline device, a
wireless device, or both. Additional context information may be
inferred from whether a wireline or wireless device is
utilized.
[0133] In addition to determining the identity of a person
associated with a line number, detecting and/or inferring the
identity of the device itself is particularly advantageous context
information. Preferably the identity of the device may be inferred
from the line subscriber profile and other information available. A
device identity may include a device name, a line number utilized
to access the device, and the device type. The device name may be
assigned by the line subscriber and output with a signal from the
device. Alternatively, the line subscriber profile may indicate the
device name. The device type may indicate the type of line utilized
to access the device, including, but not limited to, wireline,
wireless, or multiplexed. In addition, the device type may indicate
the type of device accessed by the line including, but not limited
to, a car telephone line, a computer modem line, a PBX land line, a
residential line, a business line, or an Asymmetric Digital
Subscriber Line (ADSL) multiplexed line.
[0134] Further, determining or inferring the location of a device
is advantageous context information. For a wireless device, the
location of a device may be determined most precisely where a GPS
tracking system is utilized by the origin device 40 or intermediary
device 42, to determine the exact geographical location of a
caller. For a wireline device, the location of the device is fixed
according to the location the service is installed for the
number.
[0135] In addition, for both a wireline and wireless device, a
general location of the originated call may be determined from the
geographical area covered by the switching center receiving the
call. Wireless devices are preferably provided service by a
particular tower or other signal distribution point. The
geographical location and area covered by that tower may provide a
general location of the origin of a call. As the origin device
moves from one wireless coverage area to another, the location may
be updated.
[0136] The context inference service may infer additional context
from location information. For example, the time zone of the
caller, the direction of movement of the caller, and other location
related information may be inferred from location information.
[0137] In addition to extending a dial tone to a caller, an
identity of the caller is preferably authenticated and loaded into
origin call register 50. A caller profile accessed according to the
VID is then accessed and loaded into origin call register 50. The
context inference service preferably utilizes the caller profile
and VID as additional context clues for the call.
[0138] In particular, in retrieving a caller profile according to
VID, systems management server 28 may be accessed. Systems
management server 28 preferably provides an interface through which
an individual may adjust preferences, select services, and provide
other information, which is stored and made accessible according to
the individual's VID. Systems management server 28 may track
services that an individual subscribes to, such as a stock
subscription service. In addition, systems management server 28
allows an individual to adjust billing information and view current
charges according to VID.
[0139] The VID provides the context of who is placing the call. The
caller profile provides further context based on the billing
information and service subscriptions of the caller.
[0140] In addition, a caller profile may include preferences for
filtering context information depending on multiple factors. Such
factors may include, but are not limited to, the callee, the device
placing the call, the device receiving the call, the time of day, a
caller's schedule, and other variables selected by the caller.
[0141] The subject matter of a call may be determined by prompting
a caller to provide a voice or text entry indicating the subject
matter of the call. Alternatively, the context inference service
may infer the subject matter of a call based on the caller's
schedule. The context inference service may also infer the subject
matter of a call based on the caller's business or the business
associated with the line number utilized by the caller.
[0142] In addition, a caller profile may include multiple roles
that a caller takes. For example, a caller may be a parent, a
business person, a coach, and a volunteer. The context inference
service may infer which role the caller is taking depending on
other context or may prompt the caller to select a role. Further,
the caller may select, at origin device 40, a role for the call
when placing the call request.
[0143] Advantageously, in the present invention, at least one
backup callee may be determined for the intended callee according
to the call context. A caller preferably provides a line number
and/or an intended callee identity when placing a call request.
Where a line number alone is provided, then the line subscriber
profile preferably indicates backups for the line. Where a line
number and intended callee identity are provided, then the intended
callee profile preferably indicates backups for the callee, such as
callee backups 55. Callee backups 55 may be loaded into context
inference service from a data storage system outside or inside
trusted telephone network 46.
[0144] In particular, callee or line subscriber backups preferably
designate at least one backup party to receive the call if the
intended callee is unavailable. The context inference service
preferably selects at least one backup party from those available
according to the context of the call. For example, if the call is
from a client the context of the call indicates the relationship
between the client and the intended callee, such that a business
partner is selected as the backup for the call.
[0145] In the present invention, a caller may provide an intended
callee identity, in lieu of a requested line number. In that case,
intermediary device 42 preferably initiates a search engine
service, such as search engine service 57 which is accessible
within a telco application server. Alternatively, the search engine
service may be located in an Intelligent peripheral within trusted
telephone network 46.
[0146] Search engine 57 preferably queries at least one telephony
device at which the intended callee may be available. For example,
the search engine may query the telephony device in association
with the intended callee RVID was most recently detected. In
addition, the search engine may query those lines to which the
intended callee is a subscriber. Further, search engine 57 may
query other line numbers that the intended callee may be available
at as determined for a schedule within the profile of the intended
callee.
[0147] If search engine 57 is unable to locate the intended callee,
then search engine 57 preferably indicates to context inference
service 56 that the intended callee is unavailable. Context
inference service 56 may then automatically transfer the call to a
context based backup. In addition, context inference service 56 may
prompt the caller to select from among multiple context based
backups where multiple backups are available for the call.
[0148] In addition, in the present invention, a caller may request
a line number for the call. In that case, intermediary device
preferably transfers the call via a voice channel and the call
context via a signal channel a destination service provider, where
a destination call register 52 is established to terminate the
call.
[0149] The destination service provider then transfers a signal to
destination device 44 to announce the call. If the destination
service provider determines that call will not be answered, the
destination service provider preferably responds to the call
according to the context based backup selected by the context
inference service. In particular, the destination service provider
may transfer the call to another destination service provider for
the context based backup.
[0150] The context information for the call is also transferred to
destination device 44, such that the callee is provided with a
context for the call. The context information available in
destination call register 52 may be filtered prior to transmittal
to destination device 44 according to filtering preferences
associated with the device, a line subscriber, or the callee. In
addition, destination device 44 may filter the context displayed to
a callee according to the device capabilities and preferences
selected for the device.
[0151] Current relevant events for a callee may be determined as
part of the context of a call. In particular, an electronic
calendar may be accessed according to a callee identity from a
caller profile or from an external calendaring data management
system. In addition, where other devices are detected within a
local network area of the origin device 40, electronic schedules
and other event information may be accessed about a current event
for the caller from the other devices or according to the
identities of other parties participating in an event with the
caller.
[0152] For the present invention, a current relevant event may
include a meeting, appointment, location, others involved in the
event, duration of the event, and other information that describes
the previous, current, or future environments in which a callee may
be located. Scheduling may be utilized as a criteria for a backup
callee. For example, if a callee is detected on vacation, any calls
received except from a select group of callers will automatically
be transferred to a backup during a vacation time, while that
individual may not be a backup with the callee is at work. In
another example, a history of talking times with different callers
may be recorded, such that when a caller is detected, an estimated
amount of time needed for the conversation with the caller may be
determined and compared with the amount of time the callee has
available on a calendar. If the callee does not have the estimated
time available, then the call is transferred to a callee
backup.
[0153] In one embodiment, a line may be answered by someone who is
not the intended callee. In that case, the caller may continue the
call or request to be transferred to a context based backup by
entering a voice command or keypad entry. In addition, where the
caller has provided an intended callee identity with the call
request, if the RVID of the callee answering the call is not that
of the intended callee, then a call transfer may be automatically
invoked, with a message output to the callee indicating the reason
for the transfer.
[0154] In particular, where multiple backups may be selected for
the context of the call, the backups may be called sequentially and
the call transferred to the first available backup, or the caller
may be prompted to select from among the backups.
[0155] In another embodiment, where a backup is a messaging
service, the messaging service preferably receives the call
context, including other context based backups, such that the
messaging service may offer the caller with options to select one
of the other available context based backups.
[0156] According to an advantage of the present invention,
telephony devices may be equipped with selectable options, such
that individuals may select an option indicating that the caller is
unavailable. When a call is received at the telephony device, the
device preferably returns the unavailable signal, such that the
destination service provider may automatically transfer the call to
a context backup.
[0157] In a private switching network context, intermediary device
42 preferably functions as the private switching network enabled to
detect context for a call and transfer the call to a backup at a
line number not managed by the private switching network. Where
backup transfers are made within the private switching network, it
is advantageous to indicate to the caller that a transfer is being
made and the name of the callee, but not to provide the line number
of the callee to which the transfer is made in order to maintain
the privacy of the callee.
[0158] According to other advantages of the present invention, the
destination service provider may initiate at least one of context
inference service 51 and context inference service 56 to determine
the context of the recipient side of a call. Determining the
context of the recipient side of a call may be performed in a
manner similar to that described with reference to determining the
context of the caller side of a call. In addition, as will be
further described, context inferences may be further enhanced when
caller side and recipient side context information is combined.
[0159] In particular, the identity of the callee answering the call
is preferably authenticated and profiles accessed for the line line
subscriber and/or callee. Returning an RVID determined for the
callee to the caller is advantageous because the RVID preferably
includes the callee name and information about the transfer.
[0160] Referring now to FIG. 4, there is depicted an illustrative
example of a context based caller backup selection in accordance
with the method, system, and program of the present invention. As
illustrated, multiple types of context information may be accessed
and determined by context inference service 56. In addition to the
examples depicted, in alternate embodiments, other types of context
information may be accessed and determined.
[0161] In the example, a call is placed by a caller AJane Smith@ to
an intended callee AJon Doe@. Authenticated caller identity 60
preferably provides context for who is placing the call. Intended
callee 69 preferably provides context for who is intended to
receive the call. Alternate types of identification may be
authenticated for the caller and intended callee.
[0162] A caller device identity 62 is preferably determined from
line subscriber information. In particular, the device name, line
number utilized by the device, and device type are included. An
intended callee may designate certain backups for wireless call and
other backups for wireline calls, for example.
[0163] A call origination location 64 is preferably determined from
a GPS position detected, from a geographical area supported by a
service provider, from a caller schedule indicating a scheduled
location, and other location related information accessible for a
call. An intended callee may designate certain backups for calls
received from one geographical area and other backups for calls
received from another geographical area, for example.
[0164] A subject 65 is preferably determined from a scheduled
event, from a type of device utilized, from the location of the
caller, from previous subjects, and from caller selected subjects.
In addition, subjects may be inferred. In the present example, the
caller may select a particular student from a list of students
about which the subject of the call pertains. In addition, the
caller profile may store a list of children and their parents,
where a call to a parent infers the name of the child as a subject.
An intended callee may designate backups for different call
subjects.
[0165] An intended callee backup profile 54 is preferably accessed
from a callee profile according to an intended callee identifier.
In the example, the intended callee, Jon Doe, has selected general
backups and backups specified according to subject and time of day.
In the example, the RVIDS of backup callees are provided, such that
access information for each backup callee is accessible. Where a
messaging service is an initial backup, the messaging service
preferably receives context indicating other available backups and
provides the caller with the option to leave a message, send a text
message, or context one of the other selected backups. Where the
backup is an instant messaging service, the service preferably
prompts the intended callee with an instant message at whatever
computing system the intended callee is currently logged onto.
[0166] For the present call, the subject is a child. Preferably,
the backups selected by the intended callee for the subject
children@ will be accessed. Preferably, as illustrated, an intended
callee may rank the order in which the backup parties are accessed.
Here, another parent, Susan Doe, is preferably accessed first as a
backup when Jon Doe is not available.
[0167] Context inference service 56 preferably filters the context
output according to the entity receiving the context. For example,
filtered context to the intended callee 66 includes the caller
name, caller position, device name and subject of the call. If the
callee answers the call, then the caller VID and context are
transferred to the intended callee. In addition, whether or not the
callee answers, the filtered context is preferably stored in the
profile for the intended callee according to the intended callee
RVID. Further, the filtered context may be recorded and stored by a
call management service that monitors and records call information
for billing and verification purposes.
[0168] In addition, context inference service 56 may filter backup
context 61 provided to the service provider for transferring or
forwarding the call. In particular, the backup context may be
transmitted in addition to other context for the call, but is
distinguished in the present invention for illustrative purposes.
Backup context 61 indicates the intended callee and the context
based backups selected for the intended callee, where the context
is children. The origin service provider, destination service
provider, or a forwarding service preferably utilizes backup
context 61 to control transferring or forwarding of a call in the
event that the intended callee is unavailable. In addition, context
inference service 56 may facilitate transferring or forwarding the
call from an intended callee service provider to a backup callee
service provider.
[0169] For purposes of the present invention, the intended callee
is unavailable and the call is transferred to Susan Doe, according
to backup context 61. Context inference service 56 preferably
receives and determines an authenticated backup callee identity 70,
including an RVID name, RVID ID and RVID position. Filtered context
to the caller 63 includes the backup callee name, backup callee
position, and transfer path description. In the present invention
it is advantageous to transfer filtered context including a
forwarding path to the caller when the call is automatically
forwarded to a backup. In addition, since the call may be
transferred to a line where multiple callees may answer the call,
it is important to provide the caller with verification that the
current callee is the expected backup callee.
[0170] In particular, in addition to loading the intended callee
backup preferences, a billing plan for the intended callee may be
accessed from the intended callee profile. Advantageously, even
though a call is transferred, the intended callee may elect to pay
for any charges incurred by the backup callee for the call
according to a callee billing plan. In addition, the intended
callee may agree to pay for a portion of incurred charges. The
billing plan preferably includes service and account provider
selections, where accounts with providers are accessible according
to the intended callee RVID.
[0171] With reference now to FIG. 5, there is illustrated a block
diagram of a context inference service in accordance with the
method, system, and program of the present invention. Context
inference service 56 is preferably housed within a computing system
including at least a processor, memory, system software,
application software, and network software that execute to provide
a telco service.
[0172] In particular, context inference service 56 includes a
context inference engine 120. Context inference engine 120
preferably determines the context for a call through information
accessible for the call and through inferences from that
information. In addition, context inference engine 120 may filter
context information for each entity receiving that information.
[0173] In the present invention, determining a context for a call
is particularly advantageous because backups for an intended callee
may be automatically selected according to the context of the call.
A context based backup controller 122 preferably facilitates
context based backup selections according to backup preferences of
an intended callee and/or the backup preferences assigned to a
particular line number. Context based backup controller 122 may
also facilitate querying backup callee parties for availability
before transferring the call to an available backup party.
Moreover, context based backup controller 122 may be initiated
before or after it is determined that the intended callee is
unavailable.
[0174] A context database 124 preferably records and stores context
for each call processed by context inference service 56. Context
database 124 may be later accessed to provide verification and
context for billed call transactions. In addition, context database
124 may be accessed by context inference engine 120 or context
based backup controller 122 when determining context and context
backups, according to previous context.
[0175] An interactive voice recognition unit (IVRU) 126 preferably
prompts the caller and callee to provide information required for
determining context and detects caller or callee entries. In
addition, IVRU 126 preferably prompts the caller and callee to
select from among multiple context based backups and detects
selections.
[0176] Referring now to FIG. 6, there is depicted a flow diagram of
a signal flow and processing of a call in accordance with the
method, system, and program of the present invention. A standard
telephone device is assumed for the Atel@ origin device and
destination device in the present example. However, a similar
signal flow may be applied to other types of origin and destination
devices, including server systems, private switching networks, and
call centers. Further, the flow is described with reference to
wireline devices, however is not limited in application to wireline
devices.
[0177] The caller lifts a handset creating an off-hook state in the
origin device and a corresponding change in state of an off-hook
signal to the central office (step S1). In response to detecting an
off-hook state in the origin device, the central office establishes
a register for the call and requests a line subscriber profile from
the SCP and/or an external network server (step S2). A line
subscriber profile including preferred services and a billing plan
is returned to the central office (step S3). The central office
loads the line subscriber profile into the call register (step S4)
and extends a dial tone to the origin device (step S5).
[0178] The origin device then transmits dialed digits to the
central office (step S6). A caller may utilize a keypad to enter a
telephone number or utilize a voice dial feature if available. In
addition, a caller may provide an intended callee identifier.
Dialed digits may be received at other points in the process and
loaded into the call register until needed for processing the
call.
[0179] Next, the central office extends a caller authentication
service request to an IP or to the telco application server (step
S7). The caller authentication server will prompt a caller to
provide a voice utterance, match the voice utterance with a voice
template and authenticate the caller identity as a VID which is
returned to the central office (step S8). Alternatively, the origin
device or destination device may perform caller authentication,
where the VID is received from the origin device or destination
device.
[0180] Thereafter, the central office extends a call context
request to a context inference service available from an IP or
telco application server (step S9). The context inference service
preferably accesses and loads a caller profile according to VID
into the origin call register. Utilizing the line number, line
subscriber profile, VID and caller profile, the context inference
service preferably determines a context for the call. In addition,
the context inference service may access a backup profile for an
intended callee or intended line subscriber and determine context
based call backups should the intended callee or line subscriber
not be available. The intended callee profile may also indicate
forwarding preferences designating whether the call should be
automatically forwarded to the context based backups. Where
automatic forwarding is selected, the context preferably selects a
forwarding backup party identifier.
[0181] The context inference service preferably filters the context
and designates certain portions of the context for receipt by
certain entities. The call context is returned to the origin
central office (step S10).
[0182] Next, the context is loaded into the call register (step
S11). In addition, the context is filtered and distributed
according to the entities receiving the context (step S12). In
particular, an IP or telco application server provide a filtering
service.
[0183] A destination service provider for the call according to the
dialed digits is determined from a directory (step S13). Next, the
call is transferred to the destination service provider with
filtered context (step S14). Alternatively, a search engine may
send out queries to multiple line numbers searching for the
callee.
[0184] Upon receiving a call at a destination service provider
central office, a call register is established for the call and the
line subscriber profile request is initiated to a SCP or external
network database (step S15). The line subscriber profile is
returned to the central office (step S16) and loaded into the call
register (step S17).
[0185] Next, a ring signal is extended to the destination device
(step S18). Here, an indication that the intended callee is
unavailable is returned (step S19). An unavailability signal may be
generated by the telephony device according to a callee setting on
the telephony device indication that the intended callee is Aaway
from the desk@, Aout to lunch@, or otherwise unavailable. In
addition, after a particular number of rings, if the call is not
answered the telephony device may generate such as signal.
Moreover, the central office may determine unavailability after a
particular number of rings. Further, if the person answering the
phone is not the intended callee, then unavailability may be
determined. In response to detecting unavailability, the backup
callee service provider is preferably determined (step S20). The
call is then transferred to the backup service provider with
filtered context (step S21).
[0186] The line subscriber profile for the backup party may be
accessed, if the backup party is another callee. The backup party
may also include a messaging service for voice, text, or instant
messaging. After loading a profile, a ring signal is preferably
extended to the backup callee device (step S22) and for purposes of
the present example, the call is answered and an availability
signal is returned to the backup callee destination central office
(step S23).
[0187] A callee authentication request is extended to an IP or
telco application server (step S24). Alternatively, the destination
device or origin device may initiate the callee authentication. An
RVID containing the authenticated identity of the backup callee is
returned to the backup callee destination central office (step
S25).
[0188] Next, a call context request is extended to an IP or telco
application server (step S26). A context inference service
preferably adds to the context of the call according to backup
callee profile information. A filtered call context is returned to
the backup callee destination central office (step S27).
[0189] The filtered call context may then be transferred to the
callee (step S28). Additionally, filtered call context may be
transferred to the callee with a ring signal or at other times
during the process. In addition, the filtered call context is
preferably transferred to the caller to identify the callee and
indicate the path of the call (step S29).
[0190] The call may then be processed according to the current call
context (step S30). In particular, the call context may include
billing plan selections, including sharing telephone service
billing between the caller, the intended callee and the backup
callee. In addition, the intended caller may transfer a payment to
the backup callee for receiving transferred calls. The intended
callee backup profile may include authorization for such a transfer
or the backup callee may require such a transfer.
[0191] With reference now to FIG. 7, there is depicted a high level
logic flowchart of a process and program for controlling a context
inference service in accordance with the method, system, and
program of the present invention. As illustrated, the process
starts at block 150 and thereafter proceeds to block 152. Block 152
depicts a determination as to whether or not a context inference
request is received. If a context inference request is not
received, then the process iterates at block 152. If a context
inference request is received, then the process passes to block
154.
[0192] Block 154 illustrates retrieving the line subscriber
profiles, caller profiles, intended callee profiles, and other
previous context between the caller and the line or intended
callee. Next, block 156 depicts establishing a context for the call
from the context clues retrieved and from information received from
the caller in response to prompts for information needed to
determine a full call context.
[0193] Next, block 158 illustrates filtering a backup profile for
the intended callee or line number according to the context. In
particular, the backup profile may include backup parties
designated according to context characteristics. Block 160 depicts
selecting the context based backups for the call. Thereafter, block
162 illustrates indicating in the context whether the call is to be
automatically forwarded to a context based backup. Preferably the
intended callee may set a preference for automatic forwarding
according to context or in general in the intended callee
profile.
[0194] Thereafter, block 164 depicts determining and filtering
context packets according to each recipient. In particular, some
context information may be advantageous to transfer to the caller
while other context information, such as backup party references,
may be more advantageous to transfer to a service provider handling
the call. Next, block 166 illustrates transferring the filtered
context packets to the requesting service provider for
distribution, and the process ends.
[0195] It is important to note that while the present invention has
been described in the context of a fully functioning data
processing system, those of ordinary skill in the art will
appreciate that the processes of the present invention are capable
of being distributed in the form of a computer readable medium of
instructions and a variety of forms and that the present invention
applies equally regardless of the particular type of signal bearing
media actually used to carry out the distribution. Examples of
computer readable media include recordable-type media, such as a
floppy disk, a hard disk drive, a RAM, CD-ROMS, DVD-ROMS, and
transmission-type media, such as digital and analog communications
links, wired or wireless communications links using transmission
forms, such as, for example, radio frequency and light wave
transmissions. The computer readable media may take the form of
coded formats that are decoded for actual use in a particular data
processing system.
[0196] While the invention has been particularly shown and
described with reference to a preferred embodiment, it will be
understood by those skilled in the art that various changes in form
and detail may be made therein without departing from the spirit
and scope of the invention.
* * * * *